Improving Government Services: State of Michigan Case Study

As baby boomers inch closer to retirement, the government services that they rely upon are starting to feel the strain: delays, backlogs, and errors can be common. But one government office, the State of Michigan's Office of Retirement services, decided to do something about it by taking a customer-centric approach to process improvement and has achieved remarkable results. In this Process Perspectives interview, Tim McCormick, Director of Customer Services at State of Michigan's Office of R...
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